Reimagining 911 & EMS as a Front Door to Care Navigation

In partnership with Health Tech 4 Medicaid. We can’t stop people from calling 911—but we can guide them to the right care. Nearly 30 million people arrive at emergency departments via ambulance each year. While many need urgent treatment, research shows that at least one-quarter could be safely treated outside the hospital, improving patient experience, preserving emergency resources, and lowering Medicaid and health plan costs. Two innovations are leading the way: 911 Nurse Navigation connects low-acuity callers to trained nurses who triage and direct them to community care, while Treatment in Place empowers paramedics to resolve minor issues on the spot, avoiding unnecessary transport. This panel will explore why non-emergency 911 calls happen, how plans and providers can redirect care efficiently, and what’s required to scale these models, ultimately reducing ED overcrowding, improving outcomes, and cutting costs. Moderator: Adimika Meadows Arthur, CEO & Executive Director, HealthTech 4 Medicaid (HT4M) Speakers: Afia Asamoah, Co-Founder and Head of People and Legal, Waymark Gerad Troutman, MD, Associate Chief Medical Officer, Global Medical Response Tosan O. Boyo, Governance Chair, IHI Board of Directors